Illia Rybachuk

• Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
• Identified needs and coordinated resource allocation to engage employees in commercial projects.
• Produced thorough and timely reports of project activities.
• Submitted budget estimates, progress reports and cost tracking reports.
• Monitored performance of project team members to provide performance feedback.
• Prepared cost estimates for projects/Discovery phases of varying sizes and took part in proposal presentations.
• Was responsible for onboarding and mentoring intern developers on the trial period.
• Performed UX & acceptance testing on different devices when necessary.

Performed all tasks as on “Concierge-service Specialist” position, plus stated below:

• Answered customer inquiries and provided accurate information about bank's services available.
• Advised on visas and border crossing rules (including COVID-19 restrictions).
• Assisted bank’s Ukrainian most influential clients via personal communication channels | Irregular working hours.
• Interacted and cooperated with clients' assistants and personal bank managers to minimize their involvement in tackling issues.

• Organized travel arrangements including flights, trains and buses, car rentals, hotel accommodations, travel insurances. Arranged for tours and expeditions.
• Managed personal bank accounts and processed payments for services using clients' credentials.
• Coordinated with other departments (Help Desk, NPS, Incoming calls) to ensure proper customer experience.
• Offered clients details regarding places of interest, arts and culture, nightlife, dining options, attractions and museums and purchased tickets online upon request.
• Facilitated communication between clients and third parties (including translation from English to Ukrainian or Russian).
• Helped with organizing the delivery of gifts, making appointments with doctors and paying fines in multiple countries.

• Communicated with potentially interested customers to give details about VIP bank offerings through outbound calling.
• Maintained up-to-date knowledge of company products and services.
• Acquired and analyzed customer feedback to identify areas of improvement.
• Educated customers about product or service proposals meeting individual needs.
• Resolved customer complaints promptly and professionally while documenting details in CRM system.

• Completed the program of courses in IT Academy STEP, Ukraine (graphic design, software, programming).